Freshservice Integration enhancements

Release Date: January 15th, 2026.

Release Overview

Cloud Connector Updates

For most customers, this update will be automatic and seamless. New mappings and features will be applied automatically. If you have customized the integration between Device42 and Freshservice, you will need to incorporate the new changes into your custom XML file. The documentation portal maintains a list of new changes in each cloud connector release to make updates easier. We recommend making a backup of your XML before any customizations.

For up-to-date information, notifications of outages or maintenance, visit our status page at: https://device42.freshstatus.io/

The 19.08.00 MA release contains the following features:

Enhancements to Freshservice Integration

Fixed an issue where MAC address would not be synced for Azure network interfaces.
Fixed an issue where checking the Freshservice job status would result in an error.
Increased batch size for creating and deleting asset relationships.
Fixed errors that would occur when an item got added to Device42 after those types of items had already been synced.
Added retrying the Freshservice API for additional issues that might be temporary.
Increased the number of Freshservice API retries.
Added deleting software installations from Freshservice that no longer exist in Device42.
Fixed an issue retrying Freshservice API calls.
Added a breakdown of time for tasks run during a sync.
Fixed an issue syncing software for an asset type that does not support it.
Synced software installations for host asset types.